Customer Experience Improvement Lead
2 weeks ago
About nib Ko Wai Mātou- Free health, life, income protection insurance + discounts for family- Join a supportive and dedicated team where you can learn and develop your career- Hybrid work environment - the flexibility to work from home and our great modern offices located in Auckland CBD- Generous leave policy including 18 weeks fully paid parental leave and 22 days annual leave
Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health insurance. We believe the 'status quo is death' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy.
_Ehara _
- i_
- _
- te_
- toa _
- takitahi_ (success is not achieved alone) - you will be joining a collaborative, innovative and driven team.
About the role He Aha Te Tūranga
We’re looking for a Customer Experience Improvement Lead to join our team. In this role, you will be responsible for improving the experiences of our members, health partners and financial advisors, as well as helping to deliver more efficient ways of working across our organisation.
You’ll be responsible for:
- Leading systematic journey re-design and the design/deployment of complex initiatives to address customer (Customer, Provider, Advisor) and internal team pain-points- Collaborating with internal teams to ensure that a Design Thinking approach is taken with the development of digital initiatives (ie led with “desirability” perspective),- Using the CX journey framework & tools to further embed a customer-led culture- Developing, maintaining and deploying CX methodologies and tools across the organisation
About you Ko Wai Koe
You are a confident communicator who has customer experience knowledge and a good understanding of customer journey mapping. We want someone that is results orientated with a proven track record of delivering business improvement initiatives.
In addition to this, your skills will include:
- The ability to engage stakeholders at all levels. This role will be managing difficult situations and influencing effectively without direct authority. Strong interpersonal skills are key.- You must be a team player who is able to engage, motivate and build relationships and inspire others, and be passionate about championing a strong customer centric culture.- You’ll have a degree or suitable experience in a related discipline.
- We embrace an inclusive working environment. We are LGBTTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility and education are valued to reflect the diversity of the communities in which we operate._
- nib promotes distributed working for all _
- employees, and_
- encourages both working remotely and in the office. Our new normal requires an appropriate workspace and reliable internet to work remotely. Talk to us to see how we can make this work for you._
- All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment._
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